AMER AL-FARRA

Branch Operations Manager ( HR Led )

Directed branch operations and HR functions, leading frontline staff, ensuring compliance, and driving operational excellence. Consistently improved service delivery, customer satisfaction, and employee performance while achieving business targets.

• Led a team of 15+ staff managing postal transactions, courier services, and financial offerings.
• Improved service turnaround time by 30% and contributed to exceeding revenue targets.
• Delivered 95%+ customer satisfaction by resolving escalations and reducing complaint resolution time by 20%.
• Supported rollout of new postal systems and corporate initiatives, enhancing operational efficiency.
• Ensured 100% compliance with security, financial, and postal regulatory standards.
• Conducted staff performance reviews, coaching, and enforced KPIs, improving productivity by 15%.
• Supervised branchlevel HR functions: recruitment, onboarding, employee relations, and performance management.
• Optimized workforce planning.

As A Part Time Job •Managed HR duties for the Customer Happiness Department, including employee relations, attendance tracking, and internal communications. •Supported recruitment, onboarding, and employee support functions during peak seasonal operations. •Handled confidential employee data and ensured adherence to RTA’s HR policies and UAE labor law. •Provided reports on employee engagement and assisted in training coordination

• Managed HR duties for the Customer Happiness Department, including employee relations, attendance tracking, and internal communications.
• Supported recruitment, onboarding, and employee support functions during peak seasonal operations.
• Handled confidential employee data and ensured adherence to RTA’s HR policies and UAE labor law.
• Provided reports on employee engagement and assisted in training coordination

Key Achievements & Responsibilities: •Supervised HR operations for over 3000 employees across multiple project sites. •Managed all HR documentation including employment contracts, offer letters, and MOHRE processes. •Oversaw payroll processing, leave tracking, visa renewals, and end of service benefits.

• Supervised HR operations for over 3000 employees across multiple project sites.
• Managed all HR documentation including employment contracts, offer letters, and MOHRE processes.
• Oversaw payroll processing, leave tracking, visa renewals, and end of service benefits.

Managed CAFM and HR contact center systems while leading a team supporting government clients including Abu Dhabi Airport. Combined technical system administration with team leadership to ensure SLA compliance, service quality, and operational efficiency.

• Administered CAFM and HR systems, delivering training, troubleshooting, and user support.
• Led the HR contact center team, monitored KPIs/SLAs, and optimized workforce scheduling.
• Conducted root cause analysis of system issues and coordinated corrective actions.
• Facilitated integration of new software tools and improved workflow efficiency.
• Prepared and presented performance reports to senior management.

Supervised daily call center operations, led a team of 47 agents to achieve KPIs, and ensured delivery of excellent customer service. Oversaw performance monitoring, staff coaching, and escalated issue resolution to maintain high service standards.

• Managed a team of call center agents, monitored performance, and optimized scheduling.
• Handled escalated customer complaints, ensuring timely and satisfactory resolution.
• Tracked KPIs and SLAs through dashboards, delivering accurate performance reports.
• Conducted coaching, training, and feedback sessions to improve agent productivity.
• Supported implementation of new systems and quality assurance processes.

Led branch operations while overseeing HR and IT administration to ensure efficiency, compliance, and service excellence. Managed cross functional teams, supported digital initiatives, and acted as the key link between management, staff, and stakeholders.

• Directed daily branch operations, financial oversight, and service delivery.
• Supervised HR functions including recruitment, payroll, performance reviews, and employee relations.
• Ensured compliance with UAE labor laws, WPS, and company policies.
• Oversaw IT systems, data security, troubleshooting, and vendor coordination.
• Monitored KPIs, conducted staff coaching, and improved service turnaround time.

Led project teams while providing technical expertise and support to ensure smooth execution, timely delivery, and highquality outcomes. Acted as the bridge between technical teams and stakeholders to resolve issues and optimize workflows.

• Supervised project teams, allocated resources, and monitored progress against timelines.
• Provided handson technical support, troubleshooting, and root cause analysis.
• Facilitated system testing, integration, and implementation of new tools.
• Prepared performance reports and presented technical recommendations to management.
• Improved project workflows and efficiency through process analysis and optimization.

Handled office administration, HR support, and PRO (government relations) functions to ensure smooth operations, compliance with UAE labor laws, and timely processing of employee documentation.

• Managed daily office operations including documentation, filing, and vendor coordination.
• Supported HR functions: recruitment coordination, onboarding, payroll data, and leave management.
• Processed visas, renewals, cancellations, Emirates ID, and labor contracts.
• Liaised with MOHRE, GDRFA, Immigration, and DED to ensure legal compliance.
• Prepared HR & PRO reports, monitored deadlines, and ensured timely license/permit renewals.